Teams PowerPack - Call Analytics: Guide
Teams PowerPack - Call Analytics is a powerful tool that offers deep insights into user behavior, Auto Attendants, Call Queues, Voice Call flows, and more within your Microsoft Teams Voice environment. To provide these insights, Teams PowerPack connects directly to your Microsoft infrastructure using various APIs.
While Teams PowerPack checks for new data every 4 hours, the timeliness of the insights can be influenced by how frequently Microsoft's APIs update and share information. This means that there may be a delay of up to 28 hours in reflecting the most current data.
Understanding Call Reports
Narrow down your calls by date, type, queue, and a variety of other criteria and get a complete breakdown of every call: how many calls went through each auto attendant, the exact start time, call direction, who called whom, the specific Call Queue involved, which user handled the call, how long they waited, if it went to voicemail, and its ultimate status – whether it was answered, went to voicemail, or was missed.
This gives you an incredibly comprehensive picture of your Microsoft Teams Voice activity.
Understanding Missed Calls
- Empty User Column for Missed Calls: The "User" column typically remains blank for missed calls in the report. This is because the call wasn't assigned to any specific user. However, you can still utilize the Calls Flow feature to visualize all the users the call attempted to reach.
Call Counts in Dashboards
- Answered/Missed Call Counts: The counts displayed for Answered or Missed Calls in the Home screen User dashboard might not match with the results in the Calls report at first sight. These counts consider every time a user answers a call, and every time a call rings on a user but goes unanswered. This means the same call ringing on the same user multiple times might be reflected in the count. Similarly, an Answered call transferred to another user might show as two Answered calls for the same interaction.
Data Population Timeline
- New Information and Reporting: While Teams PowerPack checks for new data every 4 hours, it depends on Microsoft APIs, which may take up to 28 hours to make fresh data available to Teams PowerPack. So, you might not see calls reflected in reports immediately. They'll gradually populate throughout the current day and the next.
FAQs
Where can I find outgoing calls in the Teams PowerPack report?
For Direct Routing setup, Outbound calls will be found in the Calls report as expected. However, for Calling Plans, you'll find them in the CDR tool cdr.teamspowerpack.com due to different endpoints used when routing calls through Microsoft Calling Plans.
If the Call Queue (CQ) is using Attendant mode as the call routing method, does Teams PowerPack display all the users that received the call notification?
The "Calls" report in Teams PowerPack will only show the last User that was involved in the call for 5 or more seconds under the "User" column.
For Missed Calls, the User column will typically be empty since it wasn't assigned to any User. However, you can use the "Calls Flow" to visualize the list of steps, including all the Users that the call rang on.
For Answered or Missed Calls in Dashboards on the Home screen, the count for each user is based on every time they Answered a call (that lasts more than 5 seconds) and every time a call rang to them but wasn't answered.
Why can't I see all calls from today?
There's a delay in updating Teams PowerPack reports due to a limitation in the data refresh process from the source. It can take up to 38 hours to fully populate new information. Consequently, calls may not appear immediately but will gradually show up throughout the day.
Our jobs start collecting calls at 9:30 AM (CST) and are executed every six hours thereafter.
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